Field Service Engineer III (DC, MD, VA)

Thermo Fisher Scientific - Frederick, MD

Full-time

Frederick, MD

Computer and Electronic Product Manufacturing

About the position

The Engineer III, Field Services position at Unity Lab Services, a part of Thermo Fisher Scientific, is a critical role that focuses on providing integrated solutions and services to customers in the field of analytical instrumentation. This position is responsible for managing all aspects of field service support and customer relationship management. The Engineer III will engage in various tasks including installation, repair, preventative maintenance, and instrument qualification, ensuring that all services are delivered with a high level of customer satisfaction. The ideal candidate will be customer-oriented, act as an advocate for Thermo Fisher Scientific, and be eager to drive growth within the organization. In this role, the Engineer III will perform on-site installations and repairs, conduct preventative maintenance, and qualify instrumentation to ensure optimal performance. The position requires a strong client focus, working closely with Professional Services and outsourcing functions to meet customer needs. Proficiency in customer management software is essential for tracking service calls, managing parts inventories, and completing job tasks efficiently. The Engineer III will also review reports and documentation from customers, inspect malfunctioning products, and analyze findings to determine the nature and scope of problems, recommending appropriate corrective actions. Additionally, the Engineer III will coordinate problem resolution with engineering, customer service, and other personnel to expedite repairs. They will analyze instrument-generated chemistry and performance reports to recommend factory modifications that can prevent future issues. A key aspect of this role is to provide a communication link between the customer and the company, ensuring effective service delivery. The Engineer III will also be responsible for developing and conducting training on the safe operation of equipment, demonstrating skills to both team members and customers, and showing progression in training and certification for advanced products. Other duties may be assigned as necessary.

Responsibilities

• Perform on-site installation, repair, preventative maintenance, and qualification of instrumentation.
• Work in conjunction with Professional Services and outsourcing functions to ensure client satisfaction.
• Utilize customer management software to track service calls, manage parts inventories, and complete job tasks.
• Review reports and documentation from customers and inspect malfunctioning products to determine the nature and scope of problems.
• Analyze findings to determine the source of problems and recommend repair, replacement, or other corrective actions.
• Coordinate problem resolution with engineering, customer service, and other personnel to expedite repairs.
• Analyze instrument-generated chemistry and performance reports to recommend factory modifications to eliminate future issues.
• Provide a communication link between the customer and the company to ensure effective service delivery.
• Develop and conduct training on the safe operations of equipment and demonstrate skills to trainees, including team members and customers.
• Show and demonstrate progression in training and certification for advanced products.

Requirements

• Bachelor's Degree in Chemistry, Sciences or related field preferred.
• 3-5 years hands-on experience as a Service Engineer, particularly with analytical instrumentation.
• Hands-on experience with Gas Chromatography, Liquid Chromatography, Ion Chromatography, Mass Spectrometry instrumentation (GC, HPLC, IC, MS) preferred.
• Effective communication skills and ability to establish good customer rapport are essential.
• Ability to prioritize service requests and produce clear and concise documentation.